Refund not received "incorrectly debited"

I settle my account 2 weeks before the debit date but I was still debited. I have been enquering about my refund for over a 2 weeks with no joy at all , every responses of I will get the refund the next day. Creating false expectation.

I was incorrectly debited on the 20th and have requested for a refund which I never received from getbucks, I have my bank statement as proof.

I requested my bank to reverse the debit order on Friday to my account which was done and I received the fund on Saturday.

So I only recieved one payment, and not 2 as per getbucks loan statement.

Now I'm receiving msg that I'm in arrears which I dnt understand. I tried with no success of this issue to get assistance.